Technical Support Representative - Quezon City
Job Code : HGS/1006
Responsible for delivering outstanding customer service
Upbeat, outgoing, motivated persons, with the entrepreneurial spirit needed.
Ensures customer satisfaction and loyalty by assisting and resolving a wide variety of customer requests, inquiries and complaints.
Roles & Responsibilities
Handles inbound calls on the first call, through the use of proactive customer service and call control techniques and proven troubleshooting procedures
Creates an exceptional experience for the customer by using professional customer service techniques, personalizing and focusing on adding value to the call
Retains existing customer/services through the use of proactive customer service/consulting techniques and enabling customers to perceive value in the service
Consistently improving product knowledge and understanding, participating in ongoing training in keeping with changing business strategies
Manipulate systems and escalate issues to the appropriate personnel for final resolution
Adheres to HGS’ policies and procedures and maintain a positive attitude in support of HGS’ Commitment to Excellence.
Performs other duties as assigned.
Education & Experience
Must possess strong interpersonal techniques: is positive, pleasant, respectful and customer focused
Must possess a good command of the English language, including excellent enunciation and grammar
Ability to retain detailed important information and/or instruction
Ability to solve complex problems in a Customer Service oriented environment
Ability to comprehend, capture and interpret basic customer information
Ability to exercise emotional sensitivity to customer needs and challenges
Professional attitude, enthusiastic and reliable.
Sound knowledge of telephone etiquette
Must be flexible and willing to work irregular hours including evenings, weekends, public holidays and any work schedule required to satisfy client and customer needs in a 24/7 work environment.